Technical Support Senior Engineer – Pipeline Simulation

AVEVA is creating software trusted by over 90% of leading industrial companies. Salary Range: $82,400.00 - $137,300.00 This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training. Job Title: Technical Support Senior Engineer – Pipeline Simulation Location: Houston (1st) / Owing Mills (2nd) / Lake Forest (3rd) / Philadelphia (3rd) The job Provide local and regional technical support for Pipeline Simulation products as part of a regional support center. This role troubleshoots complex software issues, reproduces problems customers are experiencing, investigates and proposes workarounds, and interfaces with Development to obtain solutions. This is a customer-facing role, responding to inquiries via telephone, email, and internet in a timely and friendly manner. Document support issues and product defects in tracking tools, ensuring all steps needed to replicate the problem are well documented. Provide quick turnaround to customers for issues reported, by priority. Provide excellent customer service to increase customer service satisfaction rating per the Customer First program. Key responsibilities Coverage of and response to live inbound technical support cases Ability to handle the more complex and advanced cases and to provide support to junior level engineers Technical troubleshooting, analysis, and diagnosis of issues Issue replication / duplication Research into workarounds and solutions Documentation of activities and findings in a case tracking tool Maintain product knowledge and proficiency Knowledge transfer via technical documentation such as Tech Notes, remote sessions recordings, Articles, White Papers, Knowledge Objects Position will involve performing customer training Teaching Intermediate and Custom level courses Training junior engineers to get to the next technical level Position will require some travel to receive or to provide training, to visit a customer site for troubleshooting purposes or to attend meetings/conferences Staffing and presenting technical papers at conferences and events and being the face of technical support to our customers Essential requirements BS degree in Chemical, Mechanical, Electrical, Process, or Petroleum Engineering or higher. 5-10 years of experience in pipeline simulation. Experience with software application support or deployment in the Oil & Gas / Pipeline industry. Strong understanding of thermodynamics, fluid dynamics, and hydraulic behavior. Applies engineering principles across a range of simulation products. Familiarity with model simulation and troubleshooting techniques. Programming experience (e.g., C++, Fortran) and basic networking knowledge are beneficial. Excellent English language verbal and written communication skills. Other languages a plus (mainly Portuguese and Spanish). Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to present information effectively and respond to questions from groups of managers, clients and customers. Ability and willingness to travel 5%-15% of the time, if required. Proficient in Microsoft Word, Excel, and PowerPoint. Ability to communicate technical issues clearly and professionally. Skilled in managing difficult customer interactions and avoiding confrontation. Desired skills Customer service and technical support experience. Instruction/training experience. Experience with AVEVA’s Pipeline Simulation products (e.g., PIM, PTS, SimSuite). *Due to hybrid requirements, only candidates within a commutable distance (50-mile radius of the posted location) will be considered. Relocation is not provided. This position is not eligible for visa sponsorship now or in the future. Find out more: https://www.aveva.com/en/about/careers/ USA Benefits include: Flex work hours, 20 days PTO rising to 25 with service, three paid volunteering days, primary and secondary parental leave, well-being support, medical, dental, vision, and 401K. It’s possible we’re hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive. Find out more: aveva.com/en/about/careers/benefits/ Hybrid working We work in a hybrid way at AVEVA. Most roles are based at a local AVEVA office, with an expectation of being on-site 50% of your working hours to support collaboration and connection. Some positions are fully office-based depending on the nature of the work, and certain roles that support specific customers or markets may be remote. The working arrangement for this position will be confirmed during the hiring process. Hiring process Interested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process. Find out more: aveva.com/en/about/careers/hiring-process About AVEVA AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals, and minerals – safely, efficiently, and more sustainably. We are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/ Find out more: aveva.com/en/about/careers/ AVEVA requires all successful applicants to undergo and pass a drug screening and comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third-party personal data may involve additional background check criteria. AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify your recruiter. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.